Inspired Change
Transforming business with Balanced Scorecard
Customer Category
Improving Gasway’s customer service offering with call centre solutions
Our on-going consultancy work with boiler maintenance and installation company, Gasway, continues to bring excellent results. The Inspired Change team applied the Balanced Scorecard approach to analyse the company’s needs, and opportunities for improvement. Based on this analysis and our research, we recognised that a huge amount of headway could be made using a call…
More Information On The Customer Perspective
The Balanced Scorecard consists of four key perspectives to measuring business performance: Financial Learning & Growth Internal Business Customer The customer perspective of any business is vital to its success – how can a business function without any customers? Kaplan and Norton found, when looking into what should be crucial to business success, that decisions…
Why Good Customer Service Really Makes The Difference
Everyone has had a bad customer experience. Whether it be when you’re supermarket shopping, trying to contact the bank or when someone has called you to sell to you – it leaves you in a bad mood and doesn’t give off a good impression of the company they are representing. As a business owner, I…
Benefits of OTIF
On Time In Full is a classic operational measurement designed to help you understand how effective your organisation is at meeting the basic needs of your customers. In essence there are 3 components to the measure these being; • Were the goods delivered into the customer at the time agreed • Was the order complete…
Supply & Demand
For anyone who has done any study on business will have been introduced to the concept of demand and supply and the two lines that cross on a graph. At a high price supply is high and demand is low. At a low price supply is low and demand is high. At the intersection of…
Balanced Scorecard – What would you include in the Customer Perspective?
The Customer Perspective centres around what Kaplan and Norton described as the Customer Value Proposition. In essence their findings where that decisions to trade with a company where driven predominately by three things these being: The product or service being supplied The image the company has in the market place The way it manages its…
Awards and accreditations
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